Survey Configuration

This document deals with the following topics:

Survey Types

Request-based Survey Configuration

General Survey Configuration

Survey Templates

Reordering Request-based Surveys

Survey Types

You can configure two types of survey.

Request-based survey
General survey

Request-based Survey

Send surveys to users as soon as technicians close an incident/service request. This will help you collect information about specific technician or service. You can also restrict the surveys to specific requests, such as high priority requests, requests of a specific category, or from a department.

Request-based Survey Types

Incident survey: Sent to requesters of closed incidents.

Service survey: Sent to requesters of closed service requests.

Incident and service survey: Sent to requesters of both incidents and service requests.

Configuring an Incident Survey

Go to Admin > User Survey > Survey Configuration.

Select Incident Survey from New Request-based Survey drop-down.

Provide a title to your survey and add details to the following sections.

Workspace

Configure survey questions here.

Select a question type in the left menu and drag it to the canvas.
Enter a question and set its scale limit. Then, mark it mandatory, if necessary.
- Rating: You can set the scale anywhere between 2 and 10 stars.
- Opinion scale: Set the scale to be anywhere between 3 and 10. Provide three anchor points.
- Binary: Enter two answer choices, maximum and minimum values.
- Radio: This is a multiple choice question. Click Bulk Add, enter answer choices, and then click Add.

After entering the question and its answer choices, click Add.

Survey Configuration

Send Surveys for Resolved Requests

Users can now send survey by email for resolved requests by choosing the corresponding option on the survey configuration page.

Go to Admin > User Survey > Survey Configuration.
Select any request-based survey.
In the Workspace tab, under Survey Configuration, select Incident Surveys as the survey type.
- Select the Resolved radio button.

Select from the following when to survey users.

Condition	Sample Value	Explanation
For every <N> incident requests resolved	100	A survey email will be triggered automatically after every 100 incident requests are resolved.
For every <N> incident requests resolved for a requester	10	A survey email will be sent to the requester for every 10 incident requests resolved.
For every <N> incident requests resolved by a technician	50	A survey email will be triggered after every 50 incident requests resolved by a technician.
For all resolved incident requests		A survey email will be triggered for each resolved incident request.

If you select the Closed radio button.
Select from the following when to survey users.

Condition	Sample value	Explanation
Every time a specified number of incident requests is closed.	100	For every 100 incidents closed, a survey will be sent to the requester of the 100th incident closed.
Every time a specified number of incident requests is closed for a requester.	10	For every 10 incident requests closed for an arbitrary requester, a survey will be sent to the requester.
Every time a specified number of incident requests is closed by a technician.	50	For every 50 incident requests closed by an arbitrary technician, a survey will be sent to the requester of the 50th incident closed.
All closed incident requests.

Enable Additional Comment to allow users enter extra information.

Users can now mandate additional comments on the Survey Configuration detail page when a survey score falls below a specified percentage.

Matching Criteria for Requests

Specify conditions (combined with AND or OR operators) to be matched by requests to send a survey and click Save.

Sample

Column	Criteria	Value
Priority	is	high
Email ID	is	alex@zylker.com
Level	is not	Tier 4

The following tabs will appear only when you edit a survey.

Translation

You can write the survey in other languages for your users. You must, however, possess a multi-lingual license for the application to configure translation.

Go to Translation inside a survey.
Click New Translation and select a language from the drop-down.
Enter the translated equivalent of the survey questions and click Save.

You can similarly add more languages and have them listed under the Translation tab.
The Settings icon allows you to disable or delete the language.

Comments

Provide any extra information about the survey for your reference. Users cannot view your comments.

History

All the survey logs are recorded here.

General Survey

General surveys are user-specific and are independent of the requests closed. You can send them to users across the organization to get an idea of the company's overall performance in terms of production, service, customer satisfaction, and more. You can configure a general survey to be sent once or periodically.

Configuring a General Survey

Go to Admin>>User Survey>>Survey Configuration.

Click

Enter the survey title and questions in Workspace. Learn about the different question types and their configuration here.

Survey Configuration

To set survey periodicity,

Click Periodic Survey from Survey Type drop-down.
Select Survey Recurrence, then specify date limit and survey frequency.

Target Audience

Select all users or specific user groups to be surveyed.
You can further limit the selected users' count by setting only a percentage of them to be randomly picked for the survey.

User count is capped to a configurable value. Consider your mail server capacity when you configure a higher user count.

The count you set here will be common to all general surveys.

Survey Submission Options

Select an option to define whether survey responses should include the user’s identity or not.

Option	Description
Submit with Identity	By default, the respondent’s name will be recorded along with their survey responses.
Allow Anonymous Responses	Respondents can choose whether to reveal their identity or stay anonymous.
Only Allow Anonymous Responses	By default, all survey responses will be collected anonymously.

Click Save. The survey will now be listed under General surveys in the survey home page.

The following tabs will appear when you edit a survey. Refer the links to learn more about them.

Translation

Comments

History

Survey preview

Use Settings icon in the survey home page to preview any survey.

Survey Template

Save frequently asked surveys as templates, so you can import them into new surveys. This will help you save time that will be otherwise spent on typing the same questions in each new survey.

To save a template,

Go to a survey and click Save as Template on the footer of the survey form.

Adding Template Questions to a New Survey

In a new survey, before you add any question, click Survey Templates in the workspace canvas area. Both request-based and general survey templates will be listed.

Select a template and click Import.

Note that you can import questions into a survey from just one template.

After importing, you can edit/remove the template questions.

You can then add new questions to the survey. You cannot, however, add new questions first, and then import template questions.

Reordering Request-based Surveys

Survey reordering is important to prioritize request-based surveys when more than one survey condition matches with a request. The first survey that has the matching criteria for the request will be sent to users and no further survey will be checked.

On the survey home page, click Reorder on the upper-right corner of request surveys list.
Enter the order in the given boxes next to surveys and click Apply Changes.